KPIs and Performance Benchmarks for GBS Skilling Programs
2 Sep 2021
by
Rohitashwa Aggarwal, Sakshi Garg, Akshay Pandita, Hisham Ahmed Rizvi
This report is available only to GBS/SS Talent Excellence members. For information on membership, please contact us
With the war for talent intensifying, multiple Global Business Services (GBS) organizations are designing future-proof skilling strategies to attract, activate, and retain top talent. As organizations seek to maximize the value from their skilling initiatives, they must identify and adopt metrics that can best evaluate the effectiveness and impact of these programs.
In this report, we study the skilling strategies that GBS organizations have adopted and compare the outcomes through a Pinnacle Model® analysis. Based on the study outcomes, we identify and benchmark the KPIs/metrics that GBS organizations use to track the impact of their skilling programs.
Scope
This report is based on Everest Group’s 2021 Pinnacle Model® study on Skilling Strategies for GBS Organizations
All industries and geographies
Contents
In this report, we study the following topics:
KPIs and performance benchmarks for GBS skilling programs
Share of Full Time Equivalents (FTEs) undertaking skilling programs and typical completion rates
Number of new skills and certifications added
Demand fulfillment through internally upskilled/reskilled resources
Share of FTEs redeployed to new roles post upskilling/reskilling
Cost impact metrics
Reduction in hiring costs
Prevalence and effectiveness of KPIs used for GBS skilling programs
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